Duration: 6 months+
Location: Boston - ONSITE 2 DAYS PER WEEK
PURPOSE OF THE FUNCTION
The C&C Sr. SME is responsible for the daily operations related to the BIS Information Systems used by client that enable communication and collaboration (C&C).
- Day to Day Operation – including handling of IT problems, failures, issues, … of Systems in the Collaboration and Communication space
- Works closely with BIS Communication and Collaboration leads and any BIS members (including ad-hoc consultants)
- Execute support and services to maintain a qualitative service
- Contribute, advice, execute and deliver on projects on agreed solutions with Business requestors but always in line with company strategy (BIS C&C strategy or Business strategies)
- Ensure that application technologies are up to standard and managed properly by either internal BIS team when technology is in-house managed or by third party vendors when technology is outsourced or hosted
REPORTING LINE
- This position reports to the Global Collaboration Lead (BIS)
ROLES AND RESPONSIBILITIES
Main duties involve:
- Ensure that the collaboration and communication requests/ Projects/ changes/Incidents/ needs of all user community are addressed and aligned with the global Collaboration and Communications solutions in place and in use;
- Execute Migration of TEAMS and SharePoint plan or ad-hoc migration based on request/issues;
- Assisting any upgrade or version issue of supported applications
- Assist, advice and support the BIS C&C Leads in implementation of all requests/changes/projects related to Collaboration and Communications solution suite;
- Report all new requests and un-met needs to the Communication and Collaboration leads for alignment and solutioning (co-creation)
- Be on top of new or existing C&C solutions in the market and suggest technical innovations in the Communication and Collaboration field to improve and enhance Communication and Collaboration practices;
- Coordinate directly with all the user community for day-to-day operations. This includes user trainings if required;
- Coordinate directly with all the Communication and Collaboration partners for day-to-day follow-up and operations;
- Monitor the services delivered in pro-active way and take any preventive or correctives actions required (always in alignment with BIS C&C leads);
- Act as 2nd or 3rd line support for issues related to communication and collaboration platforms.
- Translate and implement Business policies into C&C solution (i.e: recording management, …)
- Ensure consistent level of services in all locations for all communication and collaboration related topics;
- Ensure that trainings, guidance, policies, procedures and security rules are in use and in place for Collaboration and Communications solutions (Solution Hub daily maintenance/user adoption/…);
SKILLS AND COMPETENCIES
- Technical Experience in Information technology systems supporting Collaboration and Communication. Specifically, M365 Productivity Tools (TEAMS, SharePoint, OneDrive, Planner, OneNote, Power BI, Power Automate, etc.), Sharegate, Zoom, Everbridge, Smartsheet, ServiceNow, Monday,....
- Very good Functional and technical knowledge of the Office 365 suite
- Project Management & Business Analyst skills a must
- Expertise in IT management and ITIL processes (Incident Management, Change Management, Preventative maintenance)
- Knowledge of Pharma/Biotech industry
- Excellent team player
- Customer oriented, solution driven and focused on execution, highly organized
- Good in verbal and written communication. Ability to adapt style and message to different audience, Commercial Business, Management, and IT technical.
EDUCATION, EXPERIENCE AND QUALIFICATIONS
- Bachelor or Master’s degree in Computer science or engineering degree
- At least 4+ years of experience in IT, IT Information Management, …
- At least 3+ years of Expert level Microsoft 365 productivity Tool knowledge
- Experience of the Biotechnologies/Pharma sector
- Experience in working within an international context including working with external vendors across the globe
- Experience in IT services and support (customer care oriented, Problem solving oriented)
- Audit and compliance experience in the Pharmaceutical or Healthcare industry or eager to learn
